REFUND, RETURNS & CANCELLATION POLICY

Last updated: September 2026

This Refund, Returns & Cancellation Policy applies to Products purchased from Tonomed Australia NZ.

1. Australian Consumer Law

Nothing in this Policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law or any other law that cannot lawfully be excluded.

Where the Australian Consumer Law applies, our Products come with consumer guarantees that cannot be excluded.

If a Product fails to comply with a consumer guarantee, the remedy available will depend on the nature and seriousness of the failure.

For a major failure, you may be entitled to reject the Product and choose a refund or replacement.

For a failure that is not major, we may generally choose to repair or replace the Product or otherwise remedy the problem within a reasonable time.

You may also be entitled to compensation for reasonably foreseeable loss or damage in circumstances provided by law.

2. No Change-of-Mind Refunds

Tonomed Australia NZ does not provide refunds, exchanges or returns simply because you change your mind, except where we choose to do so at our discretion or where required by law.

This includes where you:

· decide you no longer want the Product;

· order the wrong Product;

· order the wrong quantity;

· find the Product cheaper elsewhere;

· select an incorrect delivery address;

· select an incorrect shipping country or region;

· select an incorrect shipping option; or

· decide not to proceed because of the applicable shipping cost.

Please check your order carefully before completing your purchase.

3. Incorrect Shipping Country, Address or Shipping Selection

Customers are responsible for entering complete and accurate shipping information and selecting the correct delivery country, region and shipping method.

If you select an incorrect shipping destination or shipping option and the amount paid does not cover the actual cost of delivering the order to the correct destination, we may contact you and request payment of the reasonable additional shipping amount.

You may choose to pay the additional shipping amount so that we can proceed with the order.

If you decline to pay the additional amount and request cancellation, this will be treated as a customer-requested cancellation, rather than a cancellation by Tonomed Australia NZ.

4. Customer-Requested Cancellation Before Dispatch

If you request cancellation of an order before it has been dispatched, we may agree to cancel it at our discretion.

We are not required to provide a refund merely because you have changed your mind, subject to applicable consumer law.

Where we agree to a cancellation that we are not legally required to provide, we may deduct from the refund any reasonable and unavoidable third-party costs actually incurred by Tonomed Australia NZ as a direct result of processing and subsequently cancelling your order, to the extent permitted by law and applicable payment-provider or payment-network rules.

This may include payment-processing or transaction costs that:

· were actually charged to Tonomed Australia NZ;

· relate directly to your transaction; and

· are not refunded, credited or otherwise recoverable by Tonomed Australia NZ.

We will not deduct more than the actual unrecoverable cost incurred.

This provision is intended to recover genuine costs associated with a voluntary customer-requested cancellation. It is not intended to impose a surcharge for using a particular payment method.

No such deduction will be made where doing so would interfere with a refund or other remedy that you are entitled to receive under the Australian Consumer Law or another applicable law.

5. Cancellation After Dispatch

Once an order has been dispatched, it generally cannot be cancelled for change-of-mind purposes.

If you refuse delivery or request that a shipment be returned to us without being entitled to a remedy under applicable consumer law, we may deduct reasonable shipping, return-to-sender and other unavoidable costs from any refund that we voluntarily agree to provide, to the extent permitted by law.

Medical devices that have been opened, used, contaminated or had sterile or tamper-evident packaging opened may not be eligible for voluntary return.

6. Medical Devices and Hygiene-Sensitive Products

Some Products sold by Tonomed Australia NZ are medical devices or otherwise subject to hygiene, contamination, sterility or patient-safety considerations.

Unless a return is required by law, we do not accept returns of Products that:

· have been opened or used;

· have had sterile packaging opened;

· have had a tamper-evident seal broken;

· have been contaminated or potentially contaminated;

· have been improperly stored or handled; or

· cannot safely be resold for health or hygiene reasons.

These restrictions do not affect your rights if the Product is faulty, unsafe, incorrectly described or otherwise fails to comply with an applicable consumer guarantee.

7. Faulty Products

If you believe your Product is faulty, please contact us at hello@tonomed.com.au.

Please provide your order number and details of the problem.

We may reasonably request photographs, videos, serial numbers, batch information or other information required to assess the Product.

Where appropriate, we may ask you to return the Product for assessment.

If the Product is entitled to a remedy under applicable consumer law, we will provide that remedy.

8. Products Damaged in Transit

If a Product arrives damaged, please contact us as soon as reasonably practicable after delivery.

Where possible, please retain:

· the Product;

· original packaging;

· shipping packaging;

· labels; and

· photographs showing the damage.

This information can assist us in resolving the matter with the carrier.

Failure to contact us immediately does not remove any rights you have under the Australian Consumer Law or another applicable law.

9. Incorrect Products

If we send you a Product different from the Product you ordered, please contact us.

Where the error is ours, we will arrange an appropriate remedy and bear reasonable return and replacement shipping costs where required by law.

10. Return Shipping Costs

Where a Product is entitled to a remedy because it fails to comply with an applicable consumer guarantee, Tonomed Australia NZ will pay or reimburse reasonable return costs where required by law.

You should contact us before arranging a return so that we can advise you of the appropriate return process.

Where a Product is large, heavy or difficult to return, we will arrange collection where required by the Australian Consumer Law.

Where a Product is assessed and found not to be faulty or otherwise entitled to a remedy, you may be responsible for reasonable inspection, collection or return shipping costs where permitted by law.

11. International Orders

For international orders, mandatory consumer rights in your country may apply in addition to rights under this Policy.

Nothing in this Policy is intended to exclude any right that cannot lawfully be excluded.

Customers are responsible for customs duties, taxes, import charges and import requirements except where applicable law provides otherwise.

A refusal by customs authorities to admit a Product does not automatically entitle a customer to a refund where the refusal results from import restrictions or requirements applicable to the customer’s destination and the customer was responsible for complying with those requirements.

Any voluntary refund in those circumstances may be reduced by reasonable and unavoidable shipping, return, customs and third-party costs actually incurred by us, to the extent permitted by law.

12. Refund Method

Approved refunds will ordinarily be returned to the original payment method.

We may use another method where reasonably necessary or agreed with you.

The time taken for a refund to appear in your account after we process it depends on your bank, card issuer or payment provider.

13. Processing Time

We aim to assess and process eligible refund, repair and replacement requests within 10 business days after receiving the information or Product reasonably required to assess the claim.

Complex Product assessments or manufacturer inspections may take longer. If this occurs, we will keep you reasonably informed.

14. Proof of Purchase

We may request reasonable proof of purchase before processing a return, refund, repair or replacement.

This may include your:

· order confirmation;

· invoice;

· receipt; or

· other evidence demonstrating that the Product was purchased from Tonomed Australia NZ.

15. How to Request a Return, Refund or Cancellation

Please contact:

Tonomed Australia NZ

Email: hello@tonomed.com.au

Please include your order number and a brief explanation of your request.

Where your request relates to a damaged or faulty Product, photographs or other relevant information may assist us in resolving the matter more quickly.

16. Your Statutory Rights

This Policy operates in addition to any rights and remedies available under the Australian Consumer Law and any other applicable law.

Where there is any inconsistency between this Policy and a law that cannot be excluded or modified by agreement, that law prevails.